Jessica Telford

Results-driven Email Marketing Manager with 10+ years' experience delivering strategic, data-led email and CRM programmes. Expert in managing large-scale subscriber bases, driving engagement through segmentation, personalisation and structured testing, and building automation frameworks from the ground up. Proven ability to influence organisational email strategy, improve processes, and manage complex stakeholder environments.

Email Marketing Manager at Chatham House (2015-12 – Present)

• Owned and delivered organisation-wide email marketing strategy across multiple departments, including research and external relations.
• Delivered 50–75 campaigns per month, including flagship Chatham House newsletter (120K+ subscribers), a weekly personalised content newsletter (20-90K+ recipients), events, membership and solus email campaigns.
• Lead segmentation and personalisation strategy to ensure relevant content delivery aligned to user email preferences.
• Built and managed template designs, as well as automated lifecycle programmes using HTML and automation knowledge, including the welcome, re-engagement and membership journeys.
• Run structured A/B testing to continuously improve engagement for the flagship newsletter.
• Developed and produced in-depth email reporting monthly for key stakeholders and senior management.
• Managed multiple stakeholders across the organisation, aligning email activity with strategic priorities.
• Increased flagship newsletter open rates by 10–20% and click rates through continuous optimisation and testing.
• Led implementation of Microsoft Dynamics 365 CRM integration with dotdigital, enabling advanced segmentation and targeting.
• Improved database quality and engagement through structured re-engagement strategies.
• Introduced a centralised email scheduling and briefing process, and influenced organisation-wide email strategy, shifting from high-volume sends to more targeted, effective communications.

Email Account Manager at Communisis (2015-04 – 2015-10)

• Managed end-to-end delivery of email marketing campaigns for Nationwide Building Society as the main account manager, with line management responsibilities.
• Built and maintained strong client relationships with senior stakeholders, ensuring delivery against KPIs and strong data protection processes.
• Provided data-driven recommendations to improve campaign performance and help grow the account.

Senior Email Account Executive at Communisis (2014-01 – 2015-03)

• Delivered email campaigns for Nationwide Building Society within the account team.
• Assisted the Email Account Manager with all client queries and building the relationship.
• Managed the billing and pipeline process for all accounts within the Digital team.

Campaign Executive at Alchemy Worx (2012-07 – 2013-12)

• Supported the full email marketing campaign process across a range of high-profile clients such as Tesco, Vodafone, Sony PlayStation and PC World Business.
• Assisted and managed email campaigns alongside internal teams from campaign setup to QA and reporting.
• Developed core expertise in email marketing platforms and best practices.

BSc (Hons) in Business Management – The University of Surrey (2008 – 2012)